Duty Office Executive Travel Industry

2 weeks ago

Manchester, United Kingdom Travel Trade Recruitment Full time

Are you experienced in working on a Travel Company Helpdesk? Are you GDS trained, with great people skills and a flair for problem solving? We require a Duty Officer to cover out of hours for a leading, award-winning Travel Company.

This is an exciting timeto join this travel agency and tour operator as they continue their success story with further expansion due to recent commercial success.

Solving customer queries outside of normal office hours, you will be rewarded with a highly competitive starting salary,bonus, 25 days holiday plus bank holidays, health care, pension and much more My client is looking for the brightest and the best talent to join their business to take it to the next level.

This company cares about their employees, you won't just be a number
- you will be part of an amazing community and brand.

Role Overview:


Providing operational 24/7 support, 365 days a year, to our workforce/customers by monitoring Worldwide events, FCO advice and alerts from other Trade Partners.

You will then be required to be proactive in running reports to identify any bookings affected andcommunicating updates. Offering support to customers and staff members for any in-resort issues or emergency situations. Working rota includes 12hr shifts over a 24-hour period on a 4 day on 4 day off rota basis.

Job Description:

  • Continuous monitoring of world events; assessing the impact to our customers and business.
  • Being the calm voice of reason during emergency and crisis situations globally.
  • Deal with pre and post departure issues and questions
  • Working as a team as the first point of contact for all out of hours enquiries and operations queries
  • Offering creative solutions to our customers when things don't go to plan during their holiday or business trip.
  • Amendments to often complex itineraries with multiple flight, hotel and other components during travel.
  • Proactively chasing information from our direct contracts and suppliers whilst building and maintaining effective relationships
  • Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, Consolidated and published tickets.
  • Issue new flight tickets outside of normal office hours.
  • Obtaining rates and checking availability via the inhouse Phenix booking system.
  • Use a GDS system (Galileo) to amend and cancel bookings
  • Prioritise a varied workload and schedule
  • Be flexible to work over a 24/7 rota, which will include working from home/office based (hybrid model)

Experience Required:

  • A proven background in a similar Travel based role
  • Experience of Ticket reissues and fare building (desirable)
  • Experience of and able to work unusual hours/out of hours support (24/7 on a rotating shift pattern)
  • Previous experience of working on a GDS (Galileo preferable) to obtain best possible flight options/fares.
  • Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, consolidated and published tickets

Core Skills Required:

  • GDS experience (Galileo preferable) to obtain best possible flight options/fares.
  • Foreign Languages would also be of benefit (Desirable)
  • IT literate with advanced knowledge of MS Office, especially Excel.
  • Ability to build rapport and engage with all types of individuals, shares a passion for delivering excellent customer service.
  • Excellent timemanagement and prioritisation skills, able to multitask and thrives under pressure.

Package:
Interested?

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